ReplyTurn
Support Policy and SLA
Support coverage and service-level response objectives for current Marketplace versions of ReplyTurn.
Effective and last updated: 11 September 2026
Contact support
Email support@sovereignworldlabs.com. Include your Atlassian site URL, ReplyTurn environment or version when visible, affected request key if safe, timestamps, reproducible steps, expected and actual behavior, and redacted screenshots.
Never email passwords, API tokens, comment contents, customer records, or complete Forge logs.
Coverage
Standard support is available Monday to Friday, 09:00–17:00 Europe/Madrid, excluding Spanish public holidays. Support is available in English and Spanish.
Service Level Agreement (SLA): response objectives
Our target is to provide an initial support response within two support hours. Support hours are Monday–Friday, 09:00–17:00 Europe/Madrid, excluding Spanish public holidays. Time outside this schedule does not count towards the response target.
Priority levels determine triage and handling order. This is an initial-response target, not a guaranteed resolution time.
| Severity | Example |
|---|---|
| P1 Critical | Widespread outage or confirmed security incident |
| P2 High | Major feature unavailable or materially incorrect classification |
| P3 Normal | Limited defect or configuration issue |
| P4 Low | Question, cosmetic issue, or feature request |
This response target does not provide guaranteed resolution times, uptime commitments, or service credits. Resolution depends on reproducibility, customer and Atlassian cooperation, platform status, and fix risk.
Security incidents
Confirmed or suspected vulnerabilities and P1 security incidents should be sent to security@sovereignworldlabs.com. This public intake route is monitored during support hours and is not a promise of continuous customer support. Atlassian operational escalation is separate from this public channel. Ordinary product questions sent to the security route may be redirected to support.
Scope
Support covers current Marketplace versions of ReplyTurn on supported Atlassian Cloud products. It does not include Jira administration, custom workflow design, bespoke JQL, data migration, third-party apps, unsupported browser extensions, or Atlassian platform outages.